Refund policy

Each Blue Basset piece is individually hand-painted, and many of our products are painted or made to order. Small variations in colour, brushwork and finish are part of the character of a hand-painted product and are not considered defects.

Made-to-order and personalised items

Because our products are painted or made especially for you, we generally cannot accept returns or exchanges for a change of mind once production has started. Personalised or custom-designed products cannot be returned unless they are defective, damaged or supplied incorrectly.

Damaged, defective or incorrect items

We take great care when painting and packing your order. If your item arrives damaged, is defective, or you receive an incorrect item, please contact us as soon as reasonably possible at design@thebluebasset.co.za.

Please include your order number and photographs of the item and packaging where applicable so that we can assist you.

Where an item is defective, damaged or incorrectly supplied, we will assess the matter and provide an appropriate remedy in accordance with applicable South African consumer law. This may include repair, replacement or refund where applicable.

Cancellations

If you need to cancel an order, please contact us as soon as possible. If painting or production has not yet started, we will do our best to accommodate the cancellation. Once work on a made-to-order or personalised item has begun, cancellation may no longer be possible.

Returns

Please do not return an item without contacting us first. If a return is approved, we will provide you with the relevant return instructions.

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.